Exploring The Rudeness Matrix
Learn the Root Causes of Rude Behavior
Rude behavior is the enemy of great customer service. It hurts interactions with both external customers as well as internal ones…your coworkers. Surveys confirm that half of all customers report they’ve walked out of a business or terminated a purchase which was in progress – all because of receiving rude treatment. What exactly constitutes rude behavior? This brief awareness-building training series explores the ‘rudeness matrix.’ Learners will experience four types of rude treatment on display. Understanding the rudeness matrix can help staff avoid similar situations in the future.
That’s Just Rude℠
Rudeness Matrix Series
Here’s what your team will learn:
1 Course
Introducing the Rudeness Matrix
What defines rudeness and what are some of the various forms it can take?
2 Course
Type I: Accidental Rudeness by Omission
Displays examples of how rudeness can occur from a non-purposeful lack of action.
3 Course
Type II: Accidental Rudeness by Commission
Illustrates how your action can be perceived as rude, even when it’s something you didn’t mean to do.
4 Course
Type III: Intentional Rudeness by Omission
Models intentional rudeness by a lack of action
5 Course
Type IV: Intentional Rudeness by Commission
Industrial strength rudeness! Purposeful rude behavior by an action you took.
6 Course
Course Recap
Review the four types of rudeness and be aware of how rude behavior can negatively impact your customers experience.
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